Roobet Casino - Player's asking for a deposit refund.

Hi,

I have started a roobet account and deposited around $250, whilst playing on the site, i found it highly unusual that a large majority of my bets on the casino losing.

Upon realising this, I decided that i might deposit and play more than i could afford to on roobet. I then contacted support on the same day as my first deposit and asked for account closure as I didn’t feel safe playing on the site. They then told me that accounts can only be closed by emailing roobet directly. I then proceeded to email roobet which I have attached. Over the next few days i do not get any response.

Then i was still able to deposit. I had deposited twice on the site after this on the following dates:

05/01/22: $183.56

05/03/22: $464.84

Total: $648.40

After this I contacted support and said you have failed to exclude me and I am requesting a refund. Live chat then immediately blocked my account.

This is extremely concerning, I realised that i may experience a gambling problem on the site, i proactively reached out to close my account. The casino did nothing, then after depositing 2 more times (exactly what i was trying to avoid by closing the account) when i reached out to live chat they immediately blocked it.

If they had simply blocked my account when first asked instead of telling me to email support, then this would not have occurred. I feel that this may have been negligence from roobet staff or just miscommunication but at the end of the day they have enabled me to gamble despite numerously asking for account closure and thus feel like i should have reimbursement for the sum of $648.40

Dear neviljoseph222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you made these 2 deposits after sending this email?

Could you please clarify when exactly was your account closed?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes that’s correct, the two deposits were after the email was sent. My account wasn’t closed by roobet but after the last deposit when i spoke to live chat and mentioned that this is exactly what i was trying to prevent.

I knew i had a problem and proactively tried to close the account before i further deposit. The live chat then instantly locked my account and logging me out instantly.

This is very strange because if they had just done this on live chat when i first asked then this issue wouldn’t have occurred.

I appreciate that every casino has their own processes to complete self exclusion. However when a player like myself has realised that there is a problem and do not wish to continue, first contacting support, then being told to email, then emailing to close account and then several days later still no action has been taken. That has directly put me at risk as i could have gone and deposited a lot more than the $650 which would have been ever more unaffordable and problematic.

Thank you for your reply, neviljoseph222. You said that you contacted the support after the second deposit. Do I understand correctly that your account has been closed on the 3rd of May?

Dear neviljoseph222,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.